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Gorgias
Gorgias

Machine Learning Engineer

Permanent contract
Paris
Salary: Not specified
No remote work
Experience: > 3 years

Gorgias
Gorgias

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The position

Job description

Gorgias helps e-commerce companies deliver excellent customer service at scale. We integrate email, live chat, voice, Facebook, Instagram, and SMS with Shopify, BigCommerce, and Magento.

Our product creates a unified customer profile by combining emails, live-chat, and social-media messages with e-commerce data such as purchase and delivery info. Combining all this data in a single application makes customer service more efficient and just better. Another fortunate side-effect is that some requests are completely automated using machine learning. 💬 + 📦 = ❤️

We've been around since 2015, and we're serving over 9000+ e-commerce businesses, including Steve Madden, Timbuk2, Decathlon, and Sports Illustrated.

Our revenue grew by 80% in 2021 after we raised $25 million Series B in December 2020. We doubled our global team and we accelerated our progress towards our mission to transform support from painful to exceptional for merchants. 🥳

About the Productivity team:

  • The team's primary function is to improve the productivity of Support Agents through Gorgias and, in turn, to help merchants improve the quality of the customer support process. We do this through three main means:
  • First, we enable merchants to automate responses and actions for common support requests, through a rules system. This eliminates all the trivial work and helps Support Agents to focus where their time is really important. And in those areas the Productivity team provides efficiency tools as well
  • Second, Agent Efficiency features: auto-tagging and route tickets, template responses, and phrase prediction
  • Third, improve the adoption of the Productivity features, by identifying automation opportunities for the merchant.
  • There are currently 2 machine learning engineers in the team, two full-stack engineers, 1 senior full-stack engineer, and the engineering manager. We plan to be 8-10 by the end of 2022. #LI-remote

    • What ongoing projects is the team working on?

  • Complex rules - this is a UI-intensive feature where merchants can create complex trigger-action rules. One can also debug and dry run rules
  • Smart Auto Responses - these are additional capabilities of the rules system and are blocked by a paywall
  • Macros - these are canned responses for replying to frequent customer queries. A merchant can create their own macros and can attach automated actions to them.
  • Phrase prediction - when agents reply manually to end-users, they are assisted by a specialized phrase prediction solution
  • Intent and sentiment detection system - an ML service. The output can be used by merchants through rules
  • Macro recommendation system - an ML service that recommends macros to Support Agents based on their past behavior
  • Rule and Macro generation system - a system that identifies opportunities for a merchant to increase productivity.

    • What You'll Do

  • As an ML engineer in the Productivity team, you will
  • Host, build, and maintain ML models that power high traffic, high-impact product features
  • Own the maintenance and reliability of the production services that expose the ML models through APIs
  • Work with the Product team to identify the best opportunities to apply ML
  • Perform research and POCs required to determine the best tradeoffs between quality, cost, and customer impact
  • Stay up to date with the major advances in ML and NLP
  • Innovate to improve existing solutions

    • Who You Are

  • 3+ years of experience in delivering and running NLP ML models in production
  • worked with a popular ML python library in the past, such as TensorFlow, PyTorch, Keras, etc.
  • familiar with working in common interactive Notebooks environments such as Jupyter or Zeppelin
  • proficient in working with data frames in python
  • able to articulate the results of your research work for various audiences

    • Nice to Have

  • past experience with big data and data pipelines
  • familiar with hosting ML Services and models on K8s
  • familiar with terraform

    • Perks and Benefits

  • 🏖️ 5-week vacation
  • 🤕 Paid sick leave
  • 🧸 Paid parental leave (12 weeks)
  • 💻 Latest MacBook Pro
  • 🍽️ Personal credit card to buy lunches (we use Swile)
  • 🏥 We provide private health insurance (we use Alan)
  • 💆🏻‍♀️ Get up to $700 to set up your workstation at home (working from home should feel breezy)
  • 📚 Get up to $2000 of learning material per year (includes books**,** courses, and training sessions that are easily identified and linked with your job scope)
  • 🥰 Every quarter, we organize a company-wide summit to discuss where we’re going and strengthen the social bonds (once the health situation allows it, we’ll transform these summits into offsites!)

    • Why join us?

    🚀 We're among the fastest-growing startups in the eCommerce ecosystem

    🦄 We've built an extremely efficient go-to-market engine

    🥇 Work with a talented team you'll learn a lot from

    🙏 Join a company where automation, good & clean data are core beliefs shared by all

    More cool things to know about Gorgias... 😁

    • Raised our Series A for $14M in November 2019: techcrunch.com/2019/11/26/gorgias-series-a

    • Raised our Series B for $25M in December 2020: https://techcrunch.com/2020/12/10/gorgias-series-b/

    • We went from 0 to 8000 merchants using our platform every day from 2016 to 2021

    • We have a 4.8 rating on Glassdoor

    • What our customers are saying: apps.shopify.com/helpdesk#reviews

    • Our software stack: stackshare.io/gorgias

    • Other positions: jobs.lever.co/gorgias

    Discover Gorgias Platform here: https://www.youtube.com/watch?v=4sLFpe-xbhk

    Learn about our compensation policy here: https://www.gorgias.com/blog/international-saas-salary-calculator

    Gorgias ensures equal employment opportunity without discrimination or harassment based on race, color, religion, sex (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity or expression, age, disability, national origin, marital or domestic/civil partnership status, genetic information, citizenship status, veteran status, or any other characteristic protected by law.

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